Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Telecommunications

Visible Service, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 1,379 total complaints in the last 3 years.
  • 198 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/24/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    9.24.24 they illegally locked my phone and would not unlock it. They would not admit that they had locked it. I spent 5 hours with my service provider trying to troubleshoot the problem to no avail. I did not purchase my phone from them it was purchased unlocked from ****** store. AFTER hours of troubleshoot with ******* the only option was to replace my phone which cost me $1066.58 . I am seeking restitution of my expenses in addition to a refund of my 50 payment to them for services I never received.

    Business Response

    Date: 10/24/2024

    Please see our attached response to the BBB complaint.

  • Initial Complaint

    Date:09/24/2024

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Company promised a $100 prepaid gift card. I met the requirements and was given a card number however it never worked and the company that issued it said i have to take it up with the sponsored company which is visible. no help from support regarding the issue.

    Business Response

    Date: 10/01/2024

    Please see the attached response to the BBB complaint. 

    Customer Answer

    Date: 10/01/2024

     
    Complaint: 22335433

    I am rejecting this response because:
    what does leaving visible a long time ago have to do with anything? By their own admission I am owed $100 gift card and they are refusing to. Company shouldnt be trusted with any promotions or at all. 


    Sincerely,

    ******* *****

  • Initial Complaint

    Date:09/24/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I signed up for Visible Wireless but it's essential I keep my current phone number which Visible has now lost. After some dishonest promotional advertising (was assured I could get new customer promo after signing up), I paid for 1 yr of service. After I sign up and they have made payment, then they tell me I'm not eligible for the promo. I'm frustrated at this point but proceed with setting it up as my new carrier and submit to transfer my phone number *************) from ******* to Visible. Nothing happened so I contacted support. They asked for my ******* account number, porting pin, and a zip code (though they weren't clear which one they needed so I gave them several). Shortly after, my phone number disappeared from my ******* account, and could no longer receive texts or calls. They are now telling me they transferred it the wrong customer. Please help! I cannot access my bank or many other services with 2 factor authentication tied to my phone number and I may be missing critical texts/calls.

  • Initial Complaint

    Date:09/24/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had paid for their phone service, however, when I decided to cancel it they refused to give my money back. Currently I am not using their phone service and still they will not refund my money

    Business Response

    Date: 09/30/2024

    please see the attached response to the BBB complaint

    Customer Answer

    Date: 09/30/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** *******

  • Initial Complaint

    Date:09/24/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ported my cell phone number to Visible September 3, 2024. The service was terrible I then ported my phone number to ************ September 6, 2024. I was on the 15 day free trial so I was shocked when my credit card was charged $393.25. When I set up my app with Visible, they were congratulating me on being their customer and there was a link to set up auto pay., So put in my credit card information in auto pay I thought the auto pay would only be charged to my credit card after the 15 day ***** period if you stayed with Visible company and if you left the company, nothing would be charged because you had a 15 day ***** ******* When I contact Visible, I was told I would not be getting a refund. I just feel tricked by Visible.

    Business Response

    Date: 10/01/2024

    Please see our attached response to the BBB response.

  • Initial Complaint

    Date:09/21/2024

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was charged mysteriously for $25 on my bank account when I dont use Visible Wireless, when I called the number on the statement, it went straight to voicemail and then gave me a number to text but then the number given was invalid and their website doesnt help because it gives AI responses when it asks for your issue

    Business Response

    Date: 09/27/2024

    Please see our attached response to the BBB complaint

    Customer Answer

    Date: 09/27/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I filled a dispute with my bank and the charge was charged back to my card and I received a new debit card with a new number.

    Sincerely,

    ******* *****

  • Initial Complaint

    Date:09/20/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Visible by ******* advertises that you can bring your smartwatch for "free" a savings of $10/month. However it is not disclosed that this only applies to APPLE smartwatches. It is not until AFTER you have purchased the plan and try to activate your android watch you learn that it is not supported. I have attached their advertisements of their plans and their full plan details, noting that it does not say that android devices are excluded. I would like $120 compensation- the $10 a month advertised savings since it was not disclosed. I paid $395 for the year.AFter I complained they put in very fine print apple watches only. Please note this was NOT there before I complained and told them I was filing a complaint.

    Business Response

    Date: 10/07/2024

    Please see our attached response to the BBB complaint.

    Customer Answer

    Date: 10/08/2024

     

    Complaint: 22315261



    I am rejecting this response because: I did not receive any email communications on the dates they said. If I did, it went to my spam folder. After finally receiving the email on Oct 7th, I was having trouble verifying my identifying through email so they sent me a text. Why didn't they text me when they didn't hear from me before? Then when I did hear back from them they say the "investigation is missing". I followed up inquiring as to what this meant and have yet to hear anything back. 



    Sincerely,



    Vicki Cook

    Business Response

    Date: 10/15/2024

    Please see our attached response to the BBB rebuttal complaint received.

    Customer Answer

    Date: 10/16/2024

     

    Complaint: 22315261



    I am rejecting this response because: by their own statement they admit that they did not disclose that it was an apple watch only in the full details of the plan. I've also attached two screenshots to show that it is not disclosed in the services section. The footnote does not match the number for the smartwatch. I also have yet to find where it is in the "shop" section. They want you to assume that it is apple watch only since that is the device they sell. They should be open and honest upfront and change their language to "Apple watch" instead of "smartwatch" instead of hiding this information and purposely deceiving consumers. I'm still waiting for my compensation and for them to change their deceptive advertising practices.



    Sincerely,



    Vicki Cook

  • Initial Complaint

    Date:09/18/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Semptember 9th, ***** around 7:27 PM CST, I had verified my email and created an account to utilize the 15 day free trial Vsible advertises. That night until around midnight I had attempted to download the **** only to be met with errors and it logging out. The day after, September 10th, I had tried again, and this time I was able to download it onto my phone, except the **** had no phone connected to it and no data capabilities as advertised. I had then made numerous attemtps to reach out and have the issue resolved. The first time, no email was sent over when I was told it would. This happened a couple more times. Yesterday, I contacted them again, starting around 6 or 7 PM and was on going until 9:30 PM. This time I did recieve an email later in the morning with instructions, but these instructions were not able to be executed. Overall, this business is practicing deceptive practices, unable to help anyone. Additionally, I would like to note that the customer ********************** representative I chatted with online today told me my transcript would not be sent over, when on the chat the feauture after the chat ends only downloads a blank file. This was the same thing when I was trying to re-downnload the ****, after I got the chat to authorize a re-download, something the customer ********************** representatives were unable to do. However, this **** had blank data for the manual data input, only further showing how it is a bogus **** and "trial."

    Business Response

    Date: 09/26/2024

    Please see our attached response to the BBB complaint.

  • Initial Complaint

    Date:09/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Device issues Unable to use iPad properly device lock cant access settings data Backup device pretty much useless

    Business Response

    Date: 09/13/2024

    Please see resolution letter attached. 

    Thank you, 

    Business Response

    Date: 09/26/2024

    Please see our attached response to the BBB complaint.

  • Initial Complaint

    Date:09/14/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I've had Visible Wireless for at least 3 years now on their lowest-tier plan without any issues. I recently bought a new phone from them and upgraded to the premium yearly plan because I'm a remote student and I was noticing that I didn't get a fast enough hotspot at my job to take my virtual classes. I needed the hotspot upgrade. I've had this phone and service upgrade for less than a month. I was taking a virtual class at home on Tuesday 9/10/2024 at 8:30 central time when I noticed my phone had no signal. I got on visible chat and troubleshooted with a *** and a supervisor until I passed out. I was in the chat for 3+ hrs. When I woke up I tried again, 2+ hrs in with a supervisor and we got a case escalated; still no service. The escalation email came in that afternoon saying they'd worked on the issue and I just needed to start my phone; still no service. I got in the chat again when I got off work. 3+ hrs in nothing; they sent me a new SIM card in the mail. I chilled the next day because I figured, it would get fixed once I got the new SIM. I got the new SIM today and got in the chat to get it activated 4+ hrs in; new SIM - still no service; another escalation case. It's Friday night 9/13/2024, I've spoken to 5+ ***resentatives and their supervisors, I've spent 12+ hrs trying to resolve this, I've had 2 escalations made and there is no end in sight. I asked one of the supervisors if I could escalate this further and he said that I couldn't. I asked him how I could complain to corporate and he told me he couldn't tell me. So, as it stands, I just paid them close to $400 for a p***aid year of service, and less than a month in I have no service and no idea when or how this will be resolved and no one is being held accountable. I know it's only been 3, now going on 4 days but I am not on social media. People who love me call and check on me. At this point, it's a safety concern. Now, I just want a refund so I can't take that $ and get service somewhere else.

    Business Response

    Date: 10/11/2024

    please see our attached response to the BBB complaint. 

Visible Service, LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.